Matthew Bernard Email & Phone Number

Wisconsin, United States

As the Service Coordinator I triage, assign, and dispatch tickets to technicians, resolve tehcnical questions and ensure our SLA timelines are met.

Green Bay, Wisconsin, United States

A podcast about D&D and other RPGs that transitioned into adventure writing.I'm the lead designer responsible for writing out the adventures. I work with others to outline the stories, find art, balance mechanics and publish our final product.As a small team of long time friends we've had to adjust our communication skills and adapt to meeting self-imposed deadlines.As part of writing out the adventures I have to demonstrate excellence in:Long form writing, consistency and attention to detail.

Wisconsin, United States

Department: Employee & Individual• Support family needs on and off the phones.• Advocate for member internally to resolve insurance crisis’• Navigate 1000’s of documents daily to find solutions for my families.• Provide internal IT support for my team for windows, office, browser, and internal programs.

Wisconsin, United States

Department: Medicare & Retirement• Providing excellent DSNP member experiences with our Welcome Call and other dialing campaigns• Designed Quality Tool to allow Managers and Agents to monitor their scores allowing root cause analysis month over month. Resulting in improved performance.• Designed the QVC Dashboard providing managers and agents an easy to use tool to view and take ownership of their metrics.• Created and redesigned Job Aids

Wisconsin, United States

• Assisted with several initiatives during my contract including: • Navigating new plan details with group employees • Enroll members into Prescription Drug Plans (PDP) • Welcome new members to their Dual Special Need Plans (DSNP)• Designed training document for moving browser bookmarks to a new PC after training using IE, Chrome & Edge build in tools. Previously employees had to save them to a text document and manually re-add them.

Wisconsin, United States

• Provided exceptional customer support for service related issues or questions on their accounts• Lead agent. Responsibilities included: coaching co-workers on performance, running team incentives, taking customer escalations, provided dedicated support for Team Supervisor• Find solutions to software and hardware problems for our members equipment and home peripherals.